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Reply to AK Cyclery - First to be clear, I have 2 issues: 1. BAD QUALITY product. 2. EVEN WORSE CUSTOMER SERVICE reflected in your RUDE behavior. May I ask what those "some demands" are? Did I ask for a Boeing 787 or an Airbus 380 in exchange of the faulty bicycle? All I asked for was a repair or refund of the bicycle + lights, both of which were faulty from Day 1, within the warranty period. What's wrong with that? On the contrary, your demand of $15 is clearly in violation of Singapore Lemon Law. I sent you a copy of the Lemon Law FAQs earlier that you obviously chose to ignore. Read FAQ 13 to educate yourself: https://www.case.org.sg/pdf/Lemon%20Law%20FAQs.pdf . Regarding warranty too, read the Lemon Law. It clearly states that product should be covered for 6 months (not 1 month). The law is written clearly and you can't play ignorant in the court for not being aware of it. As a business owner, the onus is on you to familiarize yourself with the consumer protection laws in the country of operation. I also sent you a copy of the email response from the Consumers Association of Singapore - CASE officer confirming that I'm on the right side of the law, and that transportation and repair cost is to be borne by the seller. Moreover, I have a STRONG OBJECTION to your RUDE manners reflected in the way you disconnected my phone calls in the middle of the conversation and then refused to answer further calls. It's such a SHAME!!! I can't believe that a business can afford to behave in such a manner in this age of social media. Did you seriously think that you could get away by cutting off the calls/messages? I'm doing further research and talking to various organizations like SPRING Singapore, CASE, Small Case Tribunal (SCT) to fully understand my rights as a consumer and all the possible legal options. Don't think that I've given up on the matter. It's a matter of PRINCIPLE and I'll not give up. Wait for my next update.
I’m sorry you had a bad experience with your bicycle purchase.
Unfortunately, you had some demands which I am not prepared to accommodate.
Nevertheless, I would to remind you that the 1 month warranty that is provided with your bicycle purchase will be expiring in about a week’s time. If the bicycle or any of the parts is indeed faulty, we will assist you to replace the faulty item without any charge. You can bring back the bicycle to the shop for this service. If you have difficulty bringing the bicycle back, you can opt for our transport service for a nominal fee of $15. This fee cannot be waived as there are costs like fuel costs and parking charges that will be incurred in extending the free service mentioned above.
A K CYCLERY - AVOID FOR UNETHICAL BUSINESS PRACTICES. I'm going through an extremely torrid experience with A K Cyclery and its owner. I was shopping for a decent bicycle for my son. When searching online, we found a few bikes posted on Lazada by A K Cyclery. I got carried away by reading all the rosy 5-star reviews. Instead of buying through Lazada (which we should have done given Lazada's solid return policy), we decided to visit the shop and get a feel of the bike before purchasing.
On Dec 20, 2017, we visited the shop and met the lady owner. She appeared (rather acted) to be polite and patient. She had only 4 models to choose from in our price range ($100-$250). We narrowed on a model from Crolan that had Shimeng (a Chinese knock-off of Shimano) gear system. We couldn't test ride the bike as the pedals were not installed. She mentioned the price as $199 but reduced it to $189 and also promised to add a pair of lights. We made a deal and I paid $50 advance for the bike, which was to be delivered the same evening between 8-10pm.
The owner and the mechanic delivered the bike at 9:30pm at our block. We briefly inspected the bike. The mechanic explained the gear mechanism to us. They also handed us the pair of lights. The lights had no batteries, so we couldn’t test them. We paid the balance and they left.
After taking a few pictures, my son took the bike for a quick ride around the block. The moment he started pedaling he noticed screeching sounds. This was about 5 mins after they had left. The sound appeared to be coming from the rear disc brakes. We called up the owner and she said that since the bike is new, the sound should go away in a day or so. With that promise we brought the bike back to our apartment. When we tested one of the lights but it didn't work (we tried with new batteries also).
Next afternoon my son took the bike out for a ride. He found that the rear gears could switch between gears 5, 6 and 7, but would not switch below gear 5. The screeching sound also persisted. I verified the problems again and sent a message to the owner with 3 problems - 1. Faulty gear system, 2. Faulty light. 3. Screeching sound. She responded in the night saying she would get back to us.
But until next afternoon, we didn’t hear back from her. Then I called her. Her tone was completely different (quite harsh) this time. She said the bike was in good condition when they delivered, and put the blame back on us for not handling it properly. I said if the bike is not able to last for even 1 hour of ride, then the quality is really questionable. She said "if you want better quality you have to buy a more expensive bike".
She offered a Laux bike for a top-up of $50 and sent me a few pictures. We didn’t like that bike and I also didn’t want to give another $50 to this owner, who was extremely rude and discourteous by now. I told her that I do not want to fork out more money and checked if a refund is possible. Initially she refused, but then said if I want a refund, she would refund only $130 i.e. I'd forego $59 for no fault of mine. While I was negotiating with her, she hung up the phone. I tried calling back but she didn’t answer. So I sent her a message that I would like to get the bike repaired or replaced. She didn’t respond to my message at all.
I called up a few times the next day (today) but each time the mechanic answered the calls and gave some excuses for Madam's unavailability. Finally I got a message from Madam that they would repair the bike provided I pay $15 transportation. I said I’m not willing to pay any transportation since the bike was faulty from Day 1. While I was trying to explain to her that it was a "lemon" product and not my fault, she hung up the phone on me (for the second time). I felt humiliated and shocked!
I tried calling back but she didn’t answer. It was clear that she wouldn’t take my calls. So, I sent her another message and let her know of my intentions to invoke the Singapore "Lemon Law" and file a complaint with CASE (Consumers Association of Singapore). I’m yet to hear back from her.
I’ll update this story as it unfolds.
Initially i was very happy with the Seller. Within 2 weeks the Gear shifter spoiled & even after repeated calls & messages AK cyclery didnt respond to my request. Infact they dont pick up your phone too. Very disappointing.